Contact Centre Operations

Contact Centre Operations Apprenticeships

We pride ourselves in delivering the highest quality training to help benefit individuals and businesses alike. If you employ young people aged between 16-23 our Apprenticeship programmes might just be what your business needs. For adult employees National Vocational Qualifications might fit the bill. By talking to a Rewards advisor you can find the best way to let us help you improve your business with effective training.

Contact centres – sometimes known as ‘call centres’ – provide a way for people to get in touch with businesses and organisations. The contact centres industry is one of the fastest growing in the UK, with job opportunities in most urban areas. Contact centre apprentices could work for a number of businesses across a range of sectors – no matter where they end up, they’ll learn all about their employer’s services and products so they can assist customers as helpfully as possible.

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Contact Centre Operations Level 2 (Intermediate) Apprenticeship

On this Apprenticeship you could be working in areas like sales, information retrieval or account management, or for public service advisors, e.g. for the NHS or Local Government. No matter where you end up, the same sets of skills will apply: you’ll work the phones and computer systems; listen and communicate; solve problems; and work with a team in a fast-paced environment.

Employees of contact centres have to be helpful, friendly and well informed – after all, they’re representing their company or organisation to the public or helping their customers deal with emergencies for the police, fire and rescue, and ambulance services. Because they spend most of their time making and/or answering calls, or responding to customers via emails or other computer networks, contact centre employees must have an excellent phone manner and be able to communicate in writing (it helps if they enjoy working with and talking to customers too). Ultimately, contact centre work is about providing the best customer service possible, a valuable skill for any apprentice.

Topics Covered

This Apprenticeship consists of 3 component parts, all of which must be completed.

Competence based qualification in contact centre operations

Knowledge based qualification understanding the principles of call centre operations

Skills qualifications in English, Maths and IT

Course Info

D319 Contact Centre Operations Intermediate Apprenticeship Course Information

Contact Centre Operations Level 3 (Advanced) Apprenticeship

The Level 3 apprenticeship in Contact Centre Operations is designed for those who have previous experience of working in a contact centre and have progressed, or are looking to progress, into a supervisory or management role. The qualification develops the capabilities of the learner in areas such as managing customer care, managing incidents, co-ordinating remote support or call-outs, compliance with health and safety procedures and performance management.

Contact Centre Operations covers all areas of operation from call handling, IT support, helpdesk and training. The qualification is relevant to those working in areas like sales, information retrieval or account management, or for public service advisors, e.g. for the NHS or Local Government. Learners will typically be employed to work the phones and computer systems, listen and communicate and work with a team in a fast-paced environment.

Who Should Take The Course

The course is suitable for anyone working in a supervisory role in a contact centre environment. The course is also suitable for those seeking to improve their skills and progress to management roles. Whilst there are no formal entry requirements, previous completion of a level 2 contact centre operations course would be a benefit and sound English and maths skills are essential.

Benefits For Learners

Gain a nationally recognised qualification

High quality training specific to the sector

Improved career prospects

Improved functional skills

Benefits For Employers

Increase staff retention

Higher quality training related to staff output

Meet legislative requirements

Course Info

D320 Contact Centre Advanced Apprenticeship Course Information